Field Service Technician

Field Service Technician (Break/Fix – OEM Support)

Job Summary

We are seeking a reliable and skilled Field Service Technician to support a major OEM by handling break/fix service tickets for servers, laptops, and desktop systems. This role involves on-site troubleshooting, hardware repair, and customer support across assigned territories. The ideal candidate is hands-on, customer-focused, and comfortable working independently in the field.

Key Responsibilities

• Respond to and resolve break/fix service tickets within SLA requirements
• Perform diagnostics, troubleshooting, and hardware repairs on:
• Servers (rack/standalone)
• Laptops and desktops
• Replace defective components (e.g., HDD/SSD, RAM, motherboards, power supplies, etc.)
• Perform IMAC (Install, Move, Add, Change) services as needed
• Maintain accurate documentation of work performed, parts used, and time tracking
• Communicate effectively with dispatch, support teams, and customers
• Ensure compliance with OEM standards, processes, and quality requirements
• Manage parts inventory and return defective parts per OEM guidelines
• Travel to customer sites within assigned territory

Required Qualifications

• 2+ years of experience in field service or hardware break/fix support
• Strong knowledge of:
• PC hardware (laptops/desktops)
• Server hardware (Dell, Client, Lenovo, or similar OEMs preferred)
• Ability to troubleshoot and repair hardware issues independently
• Familiarity with ticketing systems and mobile dispatch tools
• Valid driver's license and reliable transportation
• Ability to lift up to 50 lbs and work in data center/office environments

Preferred Qualifications

• OEM certifications (Dell, Client, Lenovo, etc.)
• CompTIA A+, Server+, or equivalent certifications
• Experience working with SLAs and field service metrics
• Basic networking knowledge (IP configuration, connectivity troubleshooting)

Key Skills

• Strong problem-solving and diagnostic skills
• Excellent customer service and communication
• Time management and ability to prioritize tasks
• Ability to work independently with minimal supervision

Work Environment

• Field-based role with daily travel to customer sites
• May include work in offices, data centers, and warehouse environments
• Flexible schedule based on ticket volume and SLA requirements